All work

Every coach application, moving without a chase.

A live video platform for coaches that had designed its coach journey but had no system to run it. Now that journey runs on HubSpot.

Client
Project lead
Trav WhiteFounder and Head of AI Engineering
Industry
Live video coaching platform
Location
Australia
HubSpot
Marketing, Sales and Service Hub
Connected
Typeform, Zoom and HubLMS
Time10+Hours saved per coach
Automation46+Automated emails and SMS
Forms5+Fully integrated forms with automatic follow-ups

01 The briefSet Youspired up on HubSpot Marketing, Sales and Service Hub and automate the coach journey they had already mapped, from the first form to the finished training.

02 The problem

A coach journey on paper, and no system to run it.

Youspired is a video platform where coaches, experts from many different fields, share what they know through live and on-demand video, and subscribers get a backstage pass into their lives.

Coaches are the core of the business. From the start, Youspired planned a coach journey: a route that takes a new coach from application to approval and shows them how to use the platform well.

It had stayed a plan because the tools were not there yet. Like most start-ups, Youspired did not have the software to automate a sign-up like that, so every applicant would have needed someone on the team to guide them through by hand. That does not work once applications arrive in large numbers.

What Youspired wanted

  1. Applications that run themselves. Coaches move through each stage without someone chasing them.
  2. Coaches who share the Youspired way. Every approved coach is trained on the platform before they start.
  3. Support that reaches the right person. A coach asking for help is answered first.

What that needed

  1. HubSpot around the journey. Marketing, Sales and Service Hub set up to run the coach journey Youspired had already mapped.
  2. Every form on the record. Typeform, Zoom and SMS connected to HubSpot, so each submission goes on the coach's contact.
  3. Follow-ups that fire on their own. An applicant who stalls gets an email with a link back to where they left off.
  4. Training the team can change. A learning system Youspired can update without a developer.
03 What we built

Support first, then the journey.

The work ran in two stages: the service side first, then the application process.

Stage 01

Service and ticketing

Youspired already had a detailed knowledge base in Service Hub. We added automated service chatbots and ticket automation, so a coach asking for support is put first and reaches the right team member.

Knowledge baseService chatbotsTicket automation
Stage 02

The coach journey

Youspired's own journey map became a pipeline in HubSpot, then grew into a training academy on HubLMS, with Typeform, SMS and automatic follow-ups at each stage.

Coach pipelineHubLMSTypeform and SMS

The journey map was Youspired's. They had planned it before we arrived, which gave us something real to build on and keep improving as the project went.

Why HubLMS

We looked at the options for a learning management system, software that runs online courses, and chose HubLMS because it works with HubSpot landing pages, so a page can sit at every stage of the journey.

It does two jobs. It runs alongside approval as a training academy, and it makes sure every coach learns the Youspired way before they start. The team can change the training whenever they like, without a developer.

04 The application

Stop halfway, and the form remembers you.

Applications happen in Typeform, a separate form tool. The trick was getting it and HubSpot to work as one, so a coach who stalls gets a nudge that drops them back where they were.

How a stalled application gets moving again
A Youspired coach application, four pieces around HubSpot A coach applies in Typeform, which sends the submission to HubSpot, the system of record. If the coach has not moved to the next stage in time, HubSpot sends an automated follow-up email with a personalised link, which opens Typeform again with the coach's email already filled in. HubLMS training sits on HubSpot landing pages at each stage, shown as a dashed line. Typeform The coach application, with a hidden email field HubSpot The coach's contact record and their stage in the coach pipeline System of record Follow-up email Sent when a stage stalls, with a personalised link HubLMS academy Training on HubSpot landing pages sends follows up reopens each stage

The dashed line is the HubLMS academy, which works with HubSpot landing pages, so a training page can sit at every stage of a coach's journey.

How the link works. Typeform can take hidden fields in a link, and HubSpot can fill a link with details from the contact record. Put together, every follow-up email carries a link built for the person receiving it, ending in #email= and their address, so Typeform knows who they are and opens their application where they left it.

Large numbers of applications, and nobody chasing them one by one.

Neighbourhood

Onboarding people one email at a time?

Book a call
05 The academy

Youspired Training, on HubSpot landing pages.

Stills from the recording published with this case study.

The Youspired Training page, headed How to thrive as a coach and build a profitable income with Youspired, above its welcome video A Youspired course page with the course outline down the left, from welcome to Youspired to becoming a great coach, beside the Intro to Youspired video
The training academy. A welcome video opens the course. Inside it, every lesson has its own video with the course outline beside it, grouped from welcome to Youspired to the things a coach needs to know. Youspired's team edits the training themselves.
06 The results

Four goals. Here is what came of them.

What Youspired asked for before the project started, and where it stood once it was live.

Goal 01

Applications that run themselves

We built the coach journey as a HubSpot pipeline, with follow-ups that go out when an applicant has not moved stage in time.

46+

automated emails and SMS doing the chasing. Youspired's team handles large numbers of coach applications without following each one up by hand, and without contacting coaches who do not need it.

Goal 02

An application that is easy on coaches

We connected Typeform to HubSpot, and put a personalised link in every follow-up that reopens the form where the coach left it.

5+

fully integrated forms with automatic follow-ups. A coach who stops halfway picks up where they left off, which made onboarding easier for coaches and cut admin time for the team.

Goal 03

Coaches who share the Youspired way

We built a training academy on HubLMS, on HubSpot landing pages at each stage of the journey.

Every coach

trained on the platform before they start. The academy runs alongside approval, and the team changes and adds to the courses themselves, with no developer.

Goal 04

Support that reaches the right person

We set up service chatbots and ticket automation on top of the knowledge base Youspired had already built.

First

in the queue: coach support requests go to the right team member. Coaches are the core of Youspired's business, so their requests go ahead of everything else.

Put together, the system saves more than 10 hours per coach, and Youspired's team can handle large numbers of coach applications without anyone chasing them one by one.

That time goes back to the coaches, the people the business is built on. Youspired has grown quickly since we have been involved, and it recently used extra support hours with us to tune the pipeline.

A smiling man in a navy shirt against a pale grey background
“NBH provided an outstanding service to the Youspired team that enabled us to quickly get operational and begin to scale. Their assistance and ability to problem solve and create solutions through systems has been highly valuable. The team at NBH are great and they are always a phone call away. Thank you NBH, highly recommended!”
Tim Innes Youspired
Trav White, project manager at Neighbourhood

Who ran it

Trav WhiteFounder and Head of AI Engineering

Led the HubSpot setup across three Hubs, the service automation, and the coach journey and its academy.

HubSpot Certified Trainer, 9 HubSpot Impact Awards, Founded Neighbourhood in 2015

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